I am waiting for them to get back to me to collect it, I had to go and get another fridge freezer (Not from Brighthouse tho) they said they will give me the £75 I paid them!! I actually paid them £86.75 I feel really cheated and messed about by them, people from consumer help line said I could sue for damages.

Not sure what to do next now..

So they are removing the item - are they going to be replacing it with what you ordered in the first place ? A brand new Fridge/Freezer ?

 

They should also be returning to you ANY monies that you have paid in respect of this item - this IMHO should include any monies that you have spent making calls, writing letters etc in an attempt to resolve this situation. Plus extra in compensation for the hassle for something that was their fault !

Update from regional manager he said he would collect fridge and pay me £75 the payments I gave them I added it up an its more than that including late fee payments and I told them I was withholding payments until this is resolved, he admitted it was totally their fault and apologized a few times, they are accepting blame, it has been so distressing.

Do you think that is ok?

I dont trust them and dont want another fridge from them can I get the money back I paid them?

I just had this reply .....................

The fridge/freezer that was delivered to you was brand new. It should have been explained to you that you would be getting the one that was on display in the store. The damage to the appliance must have happened whilst in transit from the store to your property, I can only apologise for this and we will be speaking to our service team regarding the incident.

I am looking to solve the problem by ordering you a new one. If you are happy with this I will look to order you one, Let me know and I will sort it out and let you know a date it would be arriving.

I think I will do that, I asked them to reply by email and/or post, but they tried phoning me I will not discuss it over the phone, I havent heard back from them yet... not sure what to do now tho!!

I would also advise Trading Standards that you were sold a "second hand" fridge as new. TS take a very dim view of this and if there have been other complaints they will prosecute. I think you have to do it through your local Citizens Advice Bureau.

Thank you so much I will do that right away and let you know what happens

wrong

 

there are NO RULES that dictate ANY insurance is necessary on an HP agreement.

 

get them to show you the legal ocument where it says you MUST have OSC/DLC.

 

as for the fridge

 

reject I under sOGA

 

not a described

 

give them 7days to collet it

else you'll get trading standards or this lot involved.

 

http://sogahub.tradingstandards.gov.uk/

 

dx

I will send them another email now and yes they did get me to take out osc well I was kind of forced to take that out because I did not have house insurance

all under a soga claim - goods not as described/ordered

 

reject it/

 

make sure you don't get stung with

osc/

 

dlc too

 

they are

not compulsory

 

dx

I emailed them with that complaint and asked them to acknowledge receipt of my email and I asked them to reply by email they did reply saying

"

Please contact the store via telephone, I cannot deal with this issue via email.

Thank You "

I replied back I want a reply by email, they didnt reply but they are constantly phoning me I am not answering them so they can fob me off, I dont know what to do next they also charged me £30 for delivery of this fridge.

Contact the company (Bright house if its them) and formally reject the goods stating as you have here.

In writing, email followed by letter, never on the phone unless you can record the call.

 

1: Its not brand new which is not what you purchased

2: Its damaged

 

You don't want any repairs, you want a brand new replacement.

 

I personally would give them 7 days to collect it or start charging a storage fee and I would

certainly not be paying any weekly amount for it.

 

George

Thank you I will do that

can anyone help please

Can anyone advise me what to do please

I have a fridge freezer from this firm

I unpacked it all last week the freezer handle was off the fridge was wrapped in bubble wrap

no manuals with it and a few scratches

I ordered brand new

they sent hotpoint arount to fix handle

he cannot fix it

the whole door has to be replaced,

he also said it is not brand new (I ordered new)

he pointed out dents and other marks

he said our company would never send it out in just bubble wrap!

it would be proffessionally packaged and there are always manuals.

I am disgusted and appalled that this could be second hand I have just filled it with over £200 of food!!

What do I do?

http://www.ico.gov.uk/

send you complaint to them as well link above

Will do thanks.

ICO is the Information Commissioners Office

 

They really are taking the mickey, you already have been in extensive correspondence with them so they know it is you, I would love to know what qualifications the person who wrote that letter has....

 

Get that complaint in and write back stating they already have corresponded with you, send a copy of the divorce papers and state you have no further contact with your ex.

 

Then take that letter to your local MP and see what they can do.

Oh thanks for letting me know I am really fed up with them now I will do as you advise and post any updates here thanks again.

make an immediate complaint by phone to the ICO first thing in the morning, explain to them divorce etc... i do not think they will be pleased with this reply also photo copy every thing and send to the FSA and ICO and demand that they now take action against KENSINGTON

patrickq1

i know it can drive you nut's all this ping pong so now make demands for action and dont take no for an answer if they try passing it off ask for the manager of the department ..

Thanks for replying sorry for sounding stupid but what is ICO? I have already started the ball rolling with the FSA and they been in touch with them.

when I had my house up for sale I had trouble with gas and electric and they gained entry to my house without me knowing even though the meters were outside the property? were they allowed to do that?

Well I sent my SAR and postal order on 10th august and had a reply this morning saying

we recently received your subject access request under the data act 1998

We enclose the original £10 fee.

Please note under the dpa 1998 we are entitled to a period of 40 days, in which to provide the information. The 40-day period does not begin until we receive the following items:

1. As account is a joint one with "my ex husband" we will require his signature on my request letter providing his authority to release all the information on my records. If this is a single request then please state so.

2. £10 fee.

3. Request in writing.

Well what do you make of that they are even trying to get out of this one now can I ask for this request myself? I cannot go to the ex as we have just gone through a bitter divorce etc, and I already paid the fee and they sent it back along with a photocopy of it? and I did request this in writing? and my SAR was signed by me. These people confuse the hell out of me.

Do anyone know where I send the SAR to? do I send it to skipton or reading?

you have nothing to loose why not i would as it is a scandal that the authorities do not act on this unfair practice

FSA are now looking into it they have asked me for details including account no.

Hi Does anyone know the address of where to send the SAR to kensington do I send to skipton or to service quality manager in reading? They repossessed my home under sold my house and I had an offer of £3,000 more than what they sold it for and charged me nearly £10,000 for them to sell it.

ok still havent heard back from the others yet and I am so tempted to go to the papers or watchdog or something.

Well this is the response I got from OFT..........................

Thank you for your recent email.

I am sorry to hear of your problem with Kensington Mortgages but unfortunately the Office of Fair Trading (OFT) is unable to help you on this occasion, as we do not have the power to advise or assist individual consumers. Nor can we normally comment or take action on cases brought to us by individual consumers. Our primary duties are to enforce competition law, regulate the consumer credit market through a licensing system and the co-ordination of enforcement action throughout the UK, with the assistance of our other regulatory partners.

Under the Consumer Credit Act 1974 (‘The Act’), most businesses that offer goods or services on credit or lend money to consumers, have to be licensed by the OFT. The OFT can refuse or revoke the firm’s credit licence if it engages in ‘unfair or improper business practices, whether unlawful or not’.

Please note that the Act does not cover mortgages. The mortgage sector is regulated by the Financial Services Authority (http://www.fsa.gov.uk). Please contact them directly about this issue. Note, however, that the FSA is a regulator and not able to take on individual disputes.

For help and advice concerning your individual case, you may wish to consider contacting The Financial Ombudsman Service via http://www.fos.org.uk. They provide consumers with a free, independent service for resolving disputes with financial firms.

Thank you for drawing this matter to our attention and I hope this information proves helpful.

Yours sincerely

Ronan McGivern

OFT Enquiries

YOU also need to send a complaint to the OFT AND FOS ,i think the Fos my be a bit slow but certainly should look at it,you may also be able to go to court small claims and sue for loss of monies as you can prove this loss so it should highlight the fact and i think any judge would consider their attitude as bullying and totally out of order

patrickq1

small claims will cost about 75 pounds but el enn may be better able to advise

Thank you, I am sending complaints to everyone I can think of, I would not know where to start with court, I am really fed up with these sharks now.

Kensington have now sold it for £145k 3k lower than the offer I had for it after they takes all their fees out there will be little over 3k left, I feel sick! and half that goes to the ex. I have sent all this info to FSA but it don't help me get the money back I lost through these sharks.

What a waste of space they are but otherwise they are corect ,even so you would think they had the facilities to pass information to other departments such as the FSA etc.. anyway here your are

 

How to contact us

 

 

Other email contacts

 

• Technical queries about this site
  
• Subscriptions for FSA publications
  
• Query your details in the FSA Register
  
• FSA Events
  
• Jobs
  

 

Main contact details

 

(+44) 20 7066 1000

25 The North Colonnade, Canary Wharf, London E14 5HS. View Map (PDF)

(Company No. 01920623)

 

Consumer Helpline (including Central Register authorisation queries)

 

0845 606 1234 (call rates may vary)

Go to Consumer information

 

Firms Contact Centre (authorised firms only)

 

UK:

0845 606 9966 (call rates may vary)

International

:+44 20 7066 1000

Go to Firms Contact Centre

 

Complaints against the FSA

 

UK:

020 7066 9870

From Overseas

+44 20 7066 9870

Go to: Bringing a complaint against the FSA

Thank you I will be onto it pronto.